Travelling to/from the U.S.

Table of contents

 

EW Discover Customer Service Plan

EW Discover is committed to providing each of its passengers with the highest level of customer service. In accordance with DOT’s Enhancing Airline Passenger Protections rule, we will provide the following services to our customers on all of our scheduled and charter flights to and from the United States:

Notification of the Lowest Fares

When a customer inquires about a fare or makes a reservation by calling our reservation center, visiting our website, or speaking to a representative at one of our ticket counters, we will inform them that the lowest fare offered by us on a particular ticket may be available elsewhere if that is in fact the case.

Notification of Flight Delays, Cancellations, and Diversions

We will notify ticketed passengers and the public if the status of a flight changes. A change in the flight’s status is a cancellation, diversion, or a delay of more than 30 minutes. We will notify passengers and the public of any flight status changes within 30 minutes of learning of the change. If we become aware of additional changes to a flight’s status, we will notify passengers and the public within 30 minutes of learning of the additional change. We will also provide flight status information to passengers in the flight’s boarding gate area at a U.S. airport, on our website, through our telephone reservation system, and also upon inquiry from any person.

To the extent that flight status displays or other informational displays at the U.S. airport where the flight has been delayed, cancelled, or diverted, are controlled by EW Discover, we will use those displays to notify customers of the flight’s status change within 30 minutes of learning of the change. If the display system is airport-controlled, we will provide airport authorities with the necessary information within 30 minutes of learning of the change.

On-Time Delivery of Baggage

EW Discover will make every possible effort to ensure that your bags travel on the same flight as you. If your baggage does not arrive with you, you should file a missing baggage claim prior to leaving the airport, as this will help us locate your baggage and also allow us to explain the baggage recovery process to you.

EW Discover will make every effort to return your baggage within 24 hours. When your missing baggage is located we will return it to you at your local address. If you have expenses because of such delays and are eligible to receive compensation under applicable treaties, we will compensate you for reasonable and necessary expenses as required by such treaties.

If you paid a fee to transport baggage and the baggage is subsequently lost, we will refund the fee you paid.

Baggage Liability

Unless otherwise stated liability for international travel is governed by the Montreal Convention (the “Convention”). Pursuant to the Convention, Lufthansa’s maximum liability per person, per trip, for delayed, lost or damaged baggage is 1,131 Special Drawing Rights.

Additional information regarding liability limitations and exclusions are set forth in EW Discovers’s General Conditions of Carriage, which is available at discover.aero.com

Allow Customers to Keep and/or Cancel Reservations for 24 Hours

When you make a reservation with us, we will either hold your reservation at the quoted fare without payment for 24 hours or allow you to cancel your reservation without penalty for 24 hours, so long as you make the reservation at least one week prior to the flight’s departure. If you have questions regarding these polices, please speak to a Customer Service Representative.

Prompt Ticket Refunds

We will do our best to process eligible refunds in the time frames listed below, although refunds cannot be processed until we receive all necessary information from the passenger and some tickets are not refundable. In certain circumstances such as flight cancellations and oversale situations, EW Discover will refund fees charged to a passenger for optional services that the passenger was unable to use.

For all eligible tickets purchased within the U.S. by a passenger using a credit card, EW Discover will provide refunds within 7 business days of its receipt of all required refund information from the passenger. (It may take credit card refunds multiple billing cycles to appear on your credit card statement. Please contact your credit card company to ensure the refund was properly processed.) Tickets purchased with a check or cash will be refunded within 20 business days of our receipt of all required information from the passenger.

Refunds for electronic tickets can be obtained by contacting our Reservations department or through the Lufthansa website. All other refund requests should be sent to Lufthansa at:

Lufthansa German Airlines
Refunds Dept.
1640 Hempstead Turnpike
East Meadow, New York 11554
Fax: (516) 296-9627

In some situations (e.g. lost ticket refunds, adjustment refunds, and refunds for tickets purchased outside the United States), refund requests cannot be accommodated within the time frames listed above.

Proper Accommodation of Customers with Disabilities and Special Needs

EW Discover is committed to providing safe, convenient and reliable travel to all passengers, and will not discriminate against any passenger with a disability or special needs.

EW Discover employees have been trained to comply with 14 CFR Part 382 and Lufthansa has Complaint Resolution Officials at Frankfurt, Munich and U.S. airports that are available to answer questions.

Proper Accommodation of Customers’ Needs During Extraordinary Delays 

When an EW Discover flight experiences a lengthy tarmac delay, our “Contingency Plan for Lengthy Tarmac Delays” will be activated to ensure our customers’ needs are met during the delay.

You can view our Contingency Plan for Lengthy Tarmac Delays at: www.discover.aero.com

Unaccompanied Minors

Discover accepts children between 5 and 11 years of age who hold a confirmed reservation as an Unaccompanied Minor (“UM”).

An UM service charge of EUR40/USD60 – EUR80/USD120 per direction applies to all UMs on Lufthansa’s flights depending on the child’s flight destination. Minors age 12 through 17 years are accepted without restrictions.

UMs will be escorted onboard the aircraft by a EW Discover representative and introduced to the Flight Attendant before being escorted to their seat.

Upon arrival the UM will be escorted off the aircraft by one of our representatives and will be released at the agreed point only to those persons named on the UM Special Service Form. Identification will be required.

During lengthy tarmac delays, our Flight Crew will make every effort to properly accommodate the needs of customers with disabilities or special needs.

Oversales

If a flight is overbooked and more passengers with confirmed reservations are present at the gate for departure than can fit on the aircraft, our representatives will request volunteers to give up their seat. Volunteers will be compensated and booked on an upcoming flight. If enough passengers do not volunteer, we will be forced to deny boarding involuntarily in accordance with our boarding priority rules. We will treat passengers who are involuntarily “bumped” with fairness and consistency. In most cases, passengers who are involuntarily denied boarding on covered flights are entitled to compensation under U.S. law. If you have questions or would like additional information on our overbooking policies and the compensation due to passengers who are involuntarily denied boarding, please review our Conditions of Carriage or speak to one of our Representatives.

Disclosure of Travel Policies that may Affect Our Customers’ Travel

Information on EW Discover’s cancellation policies, aircraft seating configuration, and lavatory availability is available by contacting a member of EW Discover’s telephone reservation staff United States at our number 516-296-9650.

Notification of Itinerary Changes

We will do our best to notify you as quickly as possible of any changes in your travel itinerary. If you have a question about an upcoming flight, please call us in the United States at our number 516-296-9650.

Responsiveness to customer enquiries pre-flight

For any enquiries regarding Eurowings Discover and to book additional services regarding a flight, customers can contact our dedicated Eurowings Discover Service Center. They may reach our US toll-free landline from Monday to Sunday from 8:00h to 22:00h EST via +1 833 272 14 46.

Responsiveness to Customers’ Complaints

If a passenger has an unsatisfactory experience on one of our flights or with one of our employees, they may file a complaint with our Customer Relations Department. Every customer complaint will be read by a member of our staff and acknowledged in writing within 30 days of the complaint’s receipt. If our initial acknowledgement does not fully address the concerns raised by the customer, we will send a substantive written response to the customer within 60 days.

Customer Relations can be reached immediately by clicking on the following link:

Help and Contact | Lufthansa

Or by writing through the U.S. Mail, and should be sent to:

Lufthansa German Airlines
Customer Relations
1640 Hempstead Tpke
East Meadow, New York 11554
Fax: (516) 296-9838

Mitigation of Inconveniences that Result from Flight Cancellations and Diversions

When one of our flights is cancelled and you miss a connection, EW Discover offer various services to mitigate any inconvenience you may experience.

In the event of a cancellation or significant delay, we will do our best to reroute you on our next flight with available seats. If one of our flights is forced to divert, we will try to inform you before departure if a diversion is possible and if the decision to divert is made after takeoff, a member of the EW Discover flight crew will inform you. If your diverted flight is diverted and then cancelled, we will try to reroute you on another flight as soon as possible.

Legal Notice

This Customer Service Plan does not create contractual or legal rights, nor legally bind EW Discover Aid for actions taken in conformance with this plan. EW Discover’s contractual rights and obligations are listed in the company’s conditions of carriage and applicable tariffs. These resources provide customers with additional information on the matters discussed herein, and should be carefully reviewed to ensure that customers fully understand their rights and our obligations.

EW Discover Contingency Plan for Lengthy Tarmac Delays

EW Discover is committed to providing the highest possible customer experience to each of its passengers. This Contingency Plan for Lengthy Tarmac Delays (Plan) complies with U.S. DOT regulations and applies only to flights departing from or arriving at U.S. airports.

  • EW Discover assures its customers that, for flights covered by this Plan:
  • EW Discover will not permit an aircraft to remain on the tarmac at a U.S. airport for more than four (4) hours before allowing passengers to deplane, unless: (i) The pilot-in-command determines there is a safety-related or security-related reason why the aircraft cannot leave its position on the tarmac to deplane passengers; or (ii) Air traffic control advises the pilot-in-command that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would significantly disrupt airport operations.
  • EW Discover will provide adequate food and potable water no later than two (2) hours after the aircraft leaves the gate (in the case of departure) or touches down (in the case of arrival) if the aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service.
  • EW Discover will provide operable lavatory facilities while the aircraft remains on the tarmac.
  • EW Discover will provide adequate medical attention if needed while the aircraft remains on the tarmac.
  • EW Discover will notify passengers aboard the delayed flight of the delay’s status every 30 minutes while the aircraft is delayed, including the reasons for the delay if they are known.
  • EW Discover will notify passengers beginning 30 minutes after scheduled departure time (including any revised departure time that passengers were notified about before boarding) and every 30 minutes thereafter that they have the opportunity to deplane from an aircraft if the opportunity to deplane actually exists. Passengers who choose to deplane may not be permitted to re-board and will be notified of this possibility if it exists.
  • EW Discover has sufficient resources to implement this Plan.
  • EW Discover has coordinated this Plan with airport authorities (including terminal facility operators where applicable) at each large, medium, small, and non- hub U.S. airport that it serves, including its regular U.S. diversion airports.
  • EW Discover has coordinated this Plan with U.S. Customs and Border Protection at each large, medium, small, and non- hub U.S. airports that it regularly uses for international flights, including its diversion airports.
  • EW Discover has coordinated this Plan with the Transportation Security Administration at each large, medium, small, and non- hub U.S. airports that it serves, including diversion airports.

If you have any questions on our Contingency Plan for Lengthy Tarmac Delays, please contact a customer service representative.

Passengers with special needs

Passengers with reduced mobility, sensory perception or medical needs are entitled to book supporting services for free. We require some advance information from you to ensure your comfort at the airport and on board of our aircraft. Please tell us which assistance you require via the contact channels listed below. When booking tickets by telephone or at a travel agency, please indicate your needs there before completing the booking. Please let us know what assistance you require, at least 48 hours before departure, to ensure you receive the best support. We can no longer guarantee the best assistance and support if you register at shorter notice.

Passengers requiring wheelchairs

The local Airport and Eurowings Discover offer help with boarding and deboarding on the apron as well as onboard. Please register any assistance requirements via the Eurowings Discover Customer Service Hotline from Monday to Sunday from 8:00h to 22:00h CET via +49 (0)30 915 88 620.

  • Wheelchair assistance to/from the departuregate (WCHR)
    If you are not comfortable with walking long distances but can use the aircraft stairs.
  • Wheelchair assistance to/from the aircraft door(WCHS)
    If you are not comfortable with walking long distances or using the aircraft stairs but are able to move around the aircraft.
  • Wheelchair assistance to/ from the aircraft seat(WCHC)
    If you are unable to walk.
  • Wheelchair assistance on board(WCOB)
    If you need assistance moving to and from seats on the aircraft
  • Transport of wheelchair

To book your own battery-powered wheelchair, please contact:
Lufthansa Special Services Team with the completed request form (linked PDF Form) and send it to specialcases@dlh.de (Opening hours: Monday to Friday 8:30 a.m. to 8:00 p.m., Saturday, Sunday, public holiday 08:30 a.m. to 4:30 p.m.). Based on the details you provide, we will check whether it is possible to transport your battery-powered wheelchair.

Passengers with sensory perception

Eurowings Discover provides special services for passengers with hearing or visual impairments or with cognitive disabilities before, during and after the flight. Register assistance requirements via Eurowings Discover call center from Monday to Sunday from 8:00h to 22:00h CET via +49 (0)30 915 88 620.

Medical Operation Center

For “Fitness to fly” certificates (MEDA) and other information, please contact our Medical Operation Center via email medicaloperation@dlh.de or phone +49 (0)69 696 55077 from Monday to Sunday from 06:00h to 22:30h CET.